IT INCIDENT MANAGER

Note:: This position is contract to hire position and looking for W2 candidates.

Position Overview:

The IT Incident Manager is responsible for coordinating troubleshooting and remediation efforts during major incidents with the goal of minimizing the scope and duration of technology outages. Additionally, the IT Incident Manager conducts formal postmortems to document incident root cause, identifies corrective actions, and drives process improvements.

Core Required Technical Skills

ITIL v4 Foundation certification required; ITIL Managing Professional, Strategic Leader, or equivalent advanced ITIL certification preferred.

• Minimum of five (5) years of experience leading Major Incident Management within a large enterprise IT environment.
• Demonstrated experience administering enterprise IT Service Management (ITSM) platforms, including Incident, Change, Problem, Knowledge Management, and CMDB processes.
• Experience administering xMatters or comparable enterprise incident notification, on-call scheduling, and stakeholder communications platforms.
• Strong understanding of ITIL Incident, Problem, Change, Availability, and Service Level Management practices.
• Experience coordinating enterprise-wide Major Incidents, facilitating executive bridge calls, and providing clear communications to technical and business stakeholders.
• Experience conducting post-incident reviews, Root Cause Analysis (RCA), corrective action tracking, and continual service improvement initiatives.
• Experience developing operational dashboards and reporting utilizing KPIs such as MTTD, MTTA, MTTR, SLA attainment, and incident trend analysis.
• Experience supporting highly regulated industries with strong operational risk, audit, and compliance requirements.
• Excellent written and verbal communication skills with the ability to lead cross-functional technical teams during high-impact production incidents.

Primary Responsibilities:

• Defines and drives adoption of formal IT Incident Management practice with strong integration to other ITIL practices (Change Management/Problem Management). Builds highly repeatable processes to enable swift response to system outages. Defines performance targets.
• Implements tools and processes to ensure responders and stakeholders are engaged and aware when outages occur.
• Initiates formal IT Incident response during outages and coordinates resources to resolve issues with minimal business impact. Works collaboratively with NOC to capture incident details for analysis.
• Conducts formal postmortems for all P1 incidents to identify opportunities for IT process improvements. This includes evaluation of vendor performance during remediation efforts.
• Liaises effectively with Corporate Emergency Management to address requirements for strategic response by the business. This activity focuses primarily on mitigating customer impacts and protecting the clients reputation.
• Conducts regular mock drills to guarantee organizational readiness when responding to a wide array of technology incident scenarios.
• Produces robust reporting/metrics to show trending versus defined performance targets.
• Performs other related duties and projects as assigned.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by client. Corporation’s risk management program.

Nice to Have

• ITIL Managing Professional (MP), Strategic Leader (SL), or ITIL Master certification.
• Experience with Ivanti Neurons ITSM and workflow automation.
• Experience integrating xMatters with Ivanti, Microsoft Teams, monitoring platforms, and enterprise automation tools.
• Familiarity with enterprise observability and monitoring platforms such as Dynatrace, ControlUp, SolarWinds, or ThousandEyes.
• Experience with AI-assisted operations (AIOps), event correlation, predictive analytics, and intelligent incident triage.
• Demonstrated ability to drive continual service improvement through automation, operational metrics, and process maturity.

For this position, equivalent experience may be considered in lieu of the education requirements listed below. Specifically, we will accept two (2) years of commensurate experience with an associate degree, or four (4) years of commensurate experience without a bachelor’s degree.**

This is a Contract to Hire position.

Must be local or willing to relocate